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Refund Policy

Refund Policy for Hello Service Nepal Pvt Ltd

Last Updated: 10th April 2025

At Hello Service Nepal Pvt Ltd ("Hello Service," "we," "us," or "our"), we strive to ensure a seamless experience for our users. This Refund Policy outlines the conditions under which refunds may be issued for transactions made through our multi-functional super app ("App"), including food delivery, e-commerce, and grocery services.

By using the App, you agree to this Refund Policy. If you do not agree, please refrain from using our Services.

1. Eligibility for Refunds

A. Food Delivery Orders

  • Cancellation Before Preparation: Full refund if canceled before the restaurant starts preparing the order.

  • Cancellation After Preparation: No refund (unless the restaurant agrees).

  • Wrong/Missing Items: Refund or replacement for incorrect/missing items (subject to verification).

  • Late or Failed Delivery: Refund or credit if delivery is significantly delayed (beyond estimated time) or fails due to our fault.

B. E-Commerce & Grocery Orders

  • Cancellation Before Shipping: Full refund if canceled before the seller processes the order.

  • Defective/Damaged Items: Refund or replacement upon proof (e.g., photos/videos).

  • Wrong Items Delivered: Refund or replacement after verification.

  • Perishable Goods (Groceries): No refund unless spoiled/expired upon delivery (proof required).

C. Digital Services & Subscriptions

  • Non-refundable unless otherwise stated at the time of purchase.

2. Non-Refundable Situations

  • Change of mind (unless seller/restaurant allows returns).

  • Minor delays (e.g., traffic, weather).

  • User-provided incorrect address/contact details.

  • Items damaged due to user mishandling.

3. Refund Methods

  • Original Payment Mode: Refunds are processed back to the source (e.g., credit card, e-wallet) within 7–14 business days.

  • Wallet Credit: For faster resolution, users may opt for Hello Service wallet credit.

4. How to Request a Refund

  1. App/Website: Go to Order History → Select Order → "Request Refund."

  2. Customer Support: Email [Support Email] or call [Customer Support Number] with:

    • Order ID.

    • Reason for refund.

    • Proof (e.g., photos for damaged items).

5. Seller/Restaurant Policies

  • Some partners may have stricter/no-refund policies (clearly stated at checkout).

  • Hello Service acts as an intermediary; final approval rests with the seller/restaurant.

6. Disputes & Escalations

  • Unresolved issues? Contact our support team within 7 days of delivery.

  • For escalated cases, we may mediate between users and sellers.

7. Contact Us

For refund-related queries:

Hello Service Nepal Pvt Ltd
Anamnagar, Kathmandu, Nepal
Email: helloservicenepal7@gmail.com
Phone: +977 9801979869